Route the conversation without losing ownership or context
Routing is not only about distributing new messages. It must decide who should act, respect deliberate ownership, respond to lifecycle changes and leave a clear history when responsibility moves. Aixun unifies routing policy and workflow execution while keeping those decisions visible.
- Use a default routing policy for new conversations.
- Match ownership to team, skill, workload or customer priority.
- Protect manual owners unless reassignment is explicitly intended.
- Record assignment provenance and lifecycle history.
Choose the routing strategy that fits the queue
Round robin provides simple distribution. Least-loaded routing considers current responsibility. Team and skill routing narrow the eligible group, while VIP policy can direct priority customers to designated owners. Manual assignment remains appropriate for relationship-led work.
Aixun supports these strategies through one workspace policy, which can act as the automatic fallback for new WhatsApp and live-chat conversations.
- Manual assignment
- Round robin
- Least loaded
- Team-based routing
- Skill-based routing
- VIP routing
Separate workflow action from ownership policy
A workflow may decide that an assignment should happen, but the routing policy should decide which eligible person receives it. Keeping those responsibilities separate makes the system easier to understand and maintain.
Workflows can use the default policy or an explicit override. Deterministic priority prevents several matching rules from producing unpredictable ownership changes.
Respect the human owner
Once an agent deliberately owns a customer relationship, a later message or background workflow should not casually reassign it. Aixun protects existing and manual owners unless a workflow explicitly allows reassignment.
Assignment history records where ownership came from, making it possible to review routing performance, workload and unusual handoffs without guessing from the current owner alone.
Frequently asked questions
Can routing consider agent availability?
Yes. Availability and workload can be considered when selecting among eligible team members.
Can a workflow override the default routing rule?
Yes. A workflow can invoke an explicit routing policy when the use case requires it.
Will automation reassign a manually owned conversation?
Manual ownership is protected unless the workflow explicitly permits reassignment.